Customer Care Supervisor Resume Samples

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I Altenwerth

Isidro

Altenwerth

522 Koepp Ranch

Detroit

+1 (555) 991 1685

522 Koepp Ranch

Detroit

Phone

p +1 (555) 991 1685

Experience Experience

Detroit, MI

Customer Care Supervisor

Detroit, MI

Greenholt, Buckridge and Cruickshank

Detroit, MI

Customer Care Supervisor

Carries out supervision, call monitoring, coaching, training, disciplining, and reviewing of all agents
Monitor and maintain Special Pricing Agreements between TSM’s and customers, including verifying and validating margins
Supervises direct reports including staffing, scheduling, training/development, performance assessment, and disciplinary actions
Responsible for coaching, motivating and developing a team of Call Center associates handling private label credit cards
Directs and/or manages all activities associated with Call Center operations, including developing and implementing policies and procedures on systems
Responsible for walking the call floor and creating a presence and handling all representative questions and concerns in timely manner
Attending, tracking, and resolving customer complaints and questions

Phoenix, AZ

Customer Care Supervisor/d

Phoenix, AZ

Beatty-Skiles

Phoenix, AZ

Customer Care Supervisor/d

Any other duties assigned by line management from time to time
Practical working knowledge of civil and criminal law
Effective working knowledge of all assignment and emergency instructions
Deal with outstanding administrative and operational matters
Effective rectification of staffing shortfalls
Effective rostering of assigned personnel
Training, or supervision of training of site personnel in accordance with current company procedures, administration of proper documented training records

present

Detroit, MI

Customer Care Supervisor Evening Shift

Detroit, MI

Jenkins and Sons

present

Detroit, MI

Customer Care Supervisor Evening Shift

present

Works with the Operations Manager and the Client Services Program Managers to ensure success of programs
Exhibits a proactive approach ensuring that goals of the department are met by aligning work priorities with those set by the Operations Manager
Works with Training and Quality to ensure representatives are delivering quality work
Writes development plans and objectives for underperforming representatives
Identify areas for improvement in regards to operational or program efficiencies
Reviews and analyzes reports to identify goals that are not being met and use data to address performance issues
Handles escalations from representatives to either resolve or further escalate to the Operations Manager

Education Education

Bachelor’s Degree in Related Field

University of California, Los Angeles

Bachelor’s Degree in Related Field

Skills Skills

Demonstrated proficiency to focus on details, handle multiple tasks and remain highly organized
Strong work ethics accountability and professionalism
Ability to perform in a fast-paced, highly customized manufacturing environment
Detail oriented and able to react to change productively
Ability to pay attention to detail
Proficient in time management; the ability to organize and manage multiple priorities
Ability to prepare deliverables and reports accurately within time deadlines
Ability to coach, mentor and share knowledge
Ability to establish realistic work demands and divide work into manageable activities
Ability to act and speak with confidence

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15 Customer Care Supervisor resume templates

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Customer Care Supervisor Resume Examples & Samples

Responsibilities include monitoring and coaching of CSR’s to ensure customer problems are resolved. Responsibility for training, coaching, and developing CSR’s who will diagnose and troubleshoot customer problems with print and mass media devices
Managing CSR’s to achieve performance goals as they relate to sales and service initiatives (Ex: EZ Pay, Stop Saver, NIE & Vacation Pak, and Customer Payments, and Quality Performance)
Maintain a thorough understanding of the products and services supported by the GCSC, including technical knowledge of browser applications and print and mass media
Solve practical problems and deal with difficult customers, employee issues, and other concerns. Able to interpret and provide instructions orally and in writing
Provide answers to questions from CSR's, prepare and analyze reports daily, and conduct training as necessary. Troubleshoot software applications and internet browser issues as well as discuss billing and service related issues
Lead by example by demonstrating strong leadership skills and constant professionalism with internal and external customers
Ability to prepare deliverables and reports accurately within time deadlines
Excellent sales, organizational, communication, and management skills
Detail oriented and able to react to change productively

Technical Customer Care Supervisor Resume Examples & Samples

Responsible for accessing electronic Key Performance Indicator reports and distributing to CSR’s daily basis
Ability to react to change productively and handle other essential tasks as assigned
Strong interpersonal skills and ability to communicate effectively
Ability to coordinate several tasks simultaneously
Proficient knowledge/ability with Microsoft Office applications (Excel, Word, PowerPoint, and Outlook) various browser applications

Customer Care Supervisor Resume Examples & Samples

Monitors the Customer Care Representative’s telephone calls and reviews quality assurance data and scores and other transaction records to evaluate performance, analyze trends, provide constructive feedback and recommend training needs
Ensures productivity and department service levels standards are met
Creates departmental correspondence and reports for both internal and external dissemination

Customer Care Supervisor Resume Examples & Samples

Leadership experience preferred
Health and Welfare Benefits
Strong written and verbal communication
HR, Benefits
Financial Aid
Defined Benefits

Customer Care Supervisor Resume Examples & Samples

Gathers information , researches/resolves inquiries
Communicates appropriate options for resolution in a timely manner to senior leadership
Provides functional guidance, training and assistance to customer care representatives
Schedules work to ensure accurate phone coverage monitors priority of calls and shifts escalated calls to assure resolution to problems
Preferred 2 or more years of experience with Health & Welfare and Defined Benefits
REQUIRED Call Center Management experience (Performance management, risk assessment etc.)
Experience utilizing CFE, KNOVA, and Total view applications
Preferred Associates Degree but will consider a combination of education/experience

Customer Care Supervisor With English & Bulgarian Resume Examples & Samples

Develop new business opportunities and react to inbound customer requests Secure new advertising clients by presenting customized marketing solutions Work closely with our short-term account management team to ensure your newly-sold clients achieve their advertising goals
Effectively manage your sales pipeline and develop a strategy for long-term sustained success
Consistently deliver against assigned quota, while prioritizing and delivering outstanding customer sales experience to customers
Fluent in English and Bulgarian/Hungarian
High school diploma or equivalent; College degree is a plus
1-2 years proven consultative sales and preferably in an advertising sales/business development and/or online media environment
Strong communication skills and the ability to pitch comprehensive advertising solutions over the telephone to high-end prospects
Proactive, organized, responsible, and having the proven ability to work well with a team
Knowledge of traditional and digital media and its competitive landscape
Proven technical ability with customer-relationship management programs (salesforce.com)

Customer Care Supervisor Resume Examples & Samples

Must be available and flexible to work Monday-Friday, between the hours of 8:00 AM-8:00 PM
Works autonomously within established procedures and practices
Basic computer skills and knowledgeable in Microsoft Office Suite (Excel, PowerPoint etc.)
Being very approachable, having a noticeable presence on the floor and excellent organizational skills
40 hour work week (M-F) – Must be available to work Overtime

Customer Care Supervisor Resume Examples & Samples

Assesses and evaluates current team competencies to develop a baseline of service opportunities
Assist Manager in efforts to refine Service Center measures and tracking systems for program improvement
Analyzes and resolves customer service escalation issues
Supervises a service center team providing leadership, direction, and support. Monitors and works to improve on team’s performance against department metrics
Monitors workloads and status; supports colleagues by providing guidance on handling complex issues and provides guidance, leadership and motivation to promote maximum performance
Works with department leadership to develop, implement and monitor staff development plans with a focus on overall customer service skills
Administers company personnel policies in all areas and follows company staffing standards and training recommendations. Maintains adherence (attendance, punctuality, use of AUX time)
All other duties as assigned H OURS
College degree or equivalent work experience
Minimum 2 years call center experience in a leadership role
Strong customer service skills including call center client processes and procedures
Excellent team coaching, training, facilitation and developmental skills

Customer Care Supervisor Resume Examples & Samples

Ensure all Client quality demands are met and exceeded
Monitor calls to improve representative performance and to ensure that representatives are following procedures set forth by Xerox and the Client
Uphold all quality and compliance standards
Analyze data to identify performance trends as well as root causes of quality issues
Determine drivers of good/bad performance and create solutions for improvement
Ensure compliance procedures upheld
Handle customer follow ups and escalation calls to assist callers in resolving any unresolved issues
Perform quality monitoring and coach assigned team members to attain internal and external key performance indicators
Educate, motivate, lead, guide, and direct all assigned representatives to reach their highest potential both in terms of service metrics and career goals
Monitor and track assigned employees for progress against internal and external objectives
Manage employee attendance and provide disciplinary action for representatives whom do not follow the designated policies
Write and deliver performance improvement plans to both teams and individuals
Interact with Workforce Management department to ensure all staffing and production requirements are met
Complete Employee Counseling Requests and manage any leave time requested by representatives
Manage payroll process for employees (ensure that all employees are paid correctly and on time). Escalate when this is not the case
Execute weekly one-on-one coaching with representatives

Customer Care Supervisor Resume Examples & Samples

Coaching & Development – Responsible for coaching and developing team members in all areas of performance including, but not limited to metrics and behaviors related to the customer experience. Coaching and development activities to include: listening to individual calls and proving feedback/coaching; facilitating one-on-one coaching sessions with CSRs; facilitation of discussions on weekly/monthly achievement levels and goals to assigned team and coaches team members to ensure improvement and efficient productivity is achieved
Performance Management – Writes and conducts performance evaluations, may assist in the employment decision, sets performance goals and objectives and provides to the appropriate CSR pay rate during the salary increase process for assigned team; manages employee issues regarding attendance, performance, conduct, and delivers appropriate corrective action as needed
Administrative – Responsible for communicating policy updates and company information through team meetings, huddles and one-on-one development sessions. Documents all coaching/development sessions in the appropriate databases in a timely manner. Interaction with cross-functional support groups in order to manage the day-to-day operations. Additional daily administrative duties (e.g., time card administration, payroll, etc.) as required
Ad Hoc Responsibilities – May perform other related duties and responsibilities as assigned and/or required. Handles escalated customer issues and works directly with customers to bring about resolution in a timely and efficient manner
2-5 years Customer Service/Call Center experience
Minimum 1 year management or supervisory experience; call center and sales experience preferred
Demonstrated coaching and counseling skills used to effectively develop all employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness
Excellent management skills for the purpose of resolving escalated employee and customer complaint issues
Demonstrated leadership skills to effectively develop, lead, inspire and motivate a high performing team
Effective problem solving/process improvement skills used to identify and resolve day-to-day operation and employee relations problems
Ability to think analytically to identify qualitative or quantitative trends and take appropriate actions
Demonstrated detail orientation, organizational, prioritization and time management skills; experience building daily/weekly structure in schedules preferred
Demonstrated change management aptitude and ability. Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes
Ability to work a flexible schedule to meet the needs of the business and performance requirements

Customer Care Supervisor Resume Examples & Samples

MS Excel – Preferred
MS Word – Required
Email
Internet

Customer Care Supervisor Evening Shift Resume Examples & Samples

Responsible for daily maintenance of the campaign including recalls, duplicate dispositions, skips, missing calls, etc
Reviews and analyzes reports to identify goals that are not being met and use data to address performance issues
Monitors daily productivity reports
Writes development plans and objectives for underperforming representatives
Follow escalation policies
1 years supervisory or team lead experience required
Prior experience in a call center highly preferred
Strong computer and keyboard skills, with proficiency in Microsoft Office Suite including Word, Excel and Outlook
Demonstrated ability to learn, retain, analyze, and articulate complex information

Customer Care Supervisor Resume Examples & Samples

Proficient in Windows environment
Flexible schedule a must- customer service center is open 7 days a week, 8:00a – 11:00p EST
Strong customer service experience highly beneficial
Skilled in de-escalating irate customers
Able to exude empathy; able to relate to employees and customer to gain their trust
Ability to work independently, as well as in a team environment, to accomplish a common goal
Must be able to effectively communicate (both verbally and in written form)
Demonstrated strong analytical skills
Ability to handle multiple tasks and requests while maintaining results in core job functions and responsibilities
Ability to effectively communicate with various positions in remote centers and departments as needed
Proven ability to drive performance and results in a fast-paced

Customer Care Supervisor Resume Examples & Samples

Flexible schedule a must- chat center is open 365 x 7, 6:00a – 12:00p CST and willing to work both weekend days when needed
Proven ability to drive performance and results in a fast-paced Responsibilities
Ensure that representatives are resolving all customer needs

Customer Care Supervisor Resume Examples & Samples

Works with the Operations Manager and the Client Services Program Managers to ensure success of programs
Accountable for the development of the assigned representatives
Handles escalations from representatives to either resolve or further escalate to the Operations Manager
Accountable for answering/placing calls during high volume or team absences in order to meet program goals
Understands the on-line statistics from the appropriate systems and ensures data is accurate and delivered to the Operations Manager on time
Adhere to company policies
1 years of supervisory experience in an inbound call center required
Strong ability to function effectively working independently and in a team environment
Demonstrated effective organizational and time management skills

Customer Care Supervisor Resume Examples & Samples

Mentor and manage a Team of Universal Customer Care Representatives
Support Team by being available to answer questions and coach on the call center floor
Be a change agent and find solutions to Customer, Account and Sales Rep challenges; assume a high level of ownership for customer satisfaction while handling escalations accordingly
Conduct monthly one on one meetings with Representatives to provide feedback and coaching on performance, metrics, monitors, and development. Administer annual reviews
Set goals for Representatives’ career growth and development
Administer performance counselings, write-ups, and performance improvement plans
Conduct monthly Team Meetings
Responsible for monthly quality monitoring evaluations for Representatives each month
Conduct Desk Side monitors and feedback sessions with Representatives each month
Participate in calibration sessions to ensure that quality standards are being maintained throughout the call center
Maintain employee files as they relate to payroll, attendance, performance, and reviews
Adjust schedules in Workforce Management System as needed
Manage internal credit request process
Work with Training Team to ensure that Team is staying up-to-date on current product, processes and procedures. Schedule training for Representatives that may need additional training reviews
Partner with Managers to develop contests, awards and themes that increase Representatives’ morale, loyalty and engagement
Liaison to other areas of the business such as Sales, Rx Lab, Shipping, Operations, Warranty to ensure that there aren’t bottlenecks and the highest level of service is being provided to our Customers and Dealers
Act as a role model for all employees, upholding company policies and procedures, demonstrating respect for co-workers, encouraging and supporting diversity, presenting a professional image, and supporting a zero-bullying and gossip-free environment at all times
Model expectations of punctuality and attendance
Meet all assigned expectations and deadlines
Other duties and projects as assigned

Customer Care Supervisor Resume Examples & Samples

Develops departmental budget and controls costs
Must have a high School diploma or general education degree (GED), 1-3 years of prior customer call center supervisory experience
Previous telephone customer service required
Have knowledge of running reports on the CMS software. Have extensive knowledge of SIEBEL and EPPIC software
Have excellent problem solving skills, with the ability to manage workflows and staffing
Possess ability to interface with upper level management teams in a clear and concise manner at all times

Customer Care Supervisor Resume Examples & Samples

Responsibilities include monitoring and coaching of Customer Care Agents to ensure customers are handled in a professional manner and achieve quality goals
Managing Customer Care Agents to achieve performance goals as that relate to sales and service initiatives (Ex: EZ Pay sales programs, Stop Saver and Retention Programs, NIE & Vacation Pak solicitation)
Maintain a thorough understanding of the products and services supported by the Center of Excellence
Runs stat reports and distributes to Agents daily to back up
Lead by example by answering calls as scheduled and demonstrate constant professionalism with internal and external customers
Follow-up with subscribers to ensure resolution of concern or request in a timely, professional manner

Customer Care Supervisor Resume Examples & Samples

Works with the Customer Care Manager and the Client Services Program Managers to ensure success of programs
Accountable for training and development of the assigned representatives
Handles escalations from representatives to either resolve or further escalate to the Customer Care Manager
Understands the on-line statistics from the appropriate systems and ensures data is accurate and delivered to the Customer Care Manager on time

Customer Care Supervisor Resume Examples & Samples

Build customer relationships, both internal and external
Work with team members to ‘own every customer’s experience to drive satisfaction and first contact resolution
Coach team members to ensure understanding and attainment of sales goals and objectives
Inbound Call Center Supervisor Work Activities
Ensure Customer Satisfaction – Internal and External
Work independently and in teams to ensure the success of Time Warner Cable
Drive messages and behaviors that align with the customer expectations and company goals
Create and implement incentives that motivate performance and positively impact morale
Recognize the exceptional results and efforts of team members
Develop and maintain a strong product and customer service knowledge base on a continuous basis via internal training opportunities, external sources, and self-education
Provide Billing and Technical Support
Support team members who work with customers who have questions about their bill, existing services or potential service enhancements and ensure that expectations have been met prior to ending the call
Develop team members to ensure they can provide basic technical support over the phone and if necessary schedule service calls to resolve customer issues
Ensure that team members are able to listen to customer concerns and diffuse frustration by providing options and solutions
Provide team members with the skills necessary to educate customers on how to solve similar billing and technical issues in order to prevent phone call in the future
Drive Value, Awareness and Sales
Increase share of market and share of wallet by supporting team members in successfully presenting customers with bundled service solutions that meet their long-term needs
Ensure that team members are aware of all goals and objectives, as well as what is necessary to achieve them
Assess individual/ team performance and trends to isolate opportunities for incremental results
Provide coaching and developmental feedback to all team members on a daily/weekly/monthly basis

Customer Care Supervisor Resume Examples & Samples

Provides feedback based on the Quality Assurance Team’s scoring results to assist in the development of the associate and ensure consistent and accurate information is being delivered on all calls
Assist in ensuring associates are exceeding customer expectations by performing at acceptable measures with regards to the various performance measurements to include Quality Assurance and KPI, as set forth annually by the Customer Care Director. Work with associates that aren’t meeting expectations in these areas to improve their performances
Interview prospective candidates keeping the company’s best interest in mind
Ability to effectively articulate and pursue solutions to problems impacting service in an effort to strengthen customer service
Handle customer concerns via phone, Internet or mail in a professional and timely manner, keeping the company’s best interest in mind
Oversees the management of processing inbound/outbound call volume and department reports as it relates to order fulfillment in the Merchandise Service Center
Coaching and developing all team leads to continue to exceed company goals and objectives. Empowering them to work with associates and customer service related issues

Customer Care Supervisor With English & Bulgarian Resume Examples & Samples

Develop new business opportunities and react to inbound customer requests
Secure new advertising clients by presenting customized marketing solutions
Work closely with our short-term account management team to ensure your newly-sold clients achieve their advertising goals

Customer Care Supervisor Resume Examples & Samples

Monitor Contact Center performances along with KPI have and provide continuous feedback to coordinators to improve customer satisfaction, coordinator performance and cost controls
Improving performance by raising efficiency and meeting performance targets for speed, efficiency, quality and positive customer experience
Provide direction and mentoring to coordinators who are responsible for receiving inbound customer contacts and service requests from our from our B2B customer base
Train, retain, coach and develop coordinators using excellent leadership and management skill
Communicate with other departments and management to resolve problems and expedite work projects based on priority
Interprets and communicate work procedures and company policies to staff as needed
Assists coordinators in resolving problems and completing work
Serve as the escalation point of contact to resolve complaints and answers questions of customers regarding services and procedures
Experience working in the call center environment as an Agent, Representative, Supervisor, Process Analyst, Quality Analyst, Workforce Management Analyst, Data Analyst, Customer Satisfaction Analyst, or Consultant
Effectively integrate new processes and products into SOP (standard operating procedures) and monitor results
Ability to lead, motivate people in a fast paced, rapidly changing
Environment, empower and develop a customer-focused culture
Strong problem solving skills and demonstrated effectiveness in making
Decisions
Support company initiatives related to the customer’s need
Individual demonstrates a positive attitude and ability to effectively deal
With market and customer requirements and demands
Experience in Contact Center Management, Knowledge Management,
Workforce Management & Quality Management
High School Diploma or GED required; college degree or equivalent experience
Ability to operate under tight pressure
Experience working in the automotive industry +
Experience in working in a metric driven culture
Total Quality Management (TQM) experience helpful
5+ years demonstrated Contact Center management experience in the

Customer Care Supervisor Resume Examples & Samples

Managing, scheduling and directing the daily activities and workload of the call center agents including analyses, staffing, training, and reward/recognition programs
Carries out supervision, call monitoring, coaching, training, disciplining, and reviewing of all agents
Point of escalation if lead is not available for calls
Attending, tracking, and resolving customer complaints and questions
Carries out performance measurement and evaluation of agents to ensure quality and efficiency
Compile and maintain lists of key schedules and personnel, and ensuring ample coverage to handle call volume
Prepare and direct agent schedules including breaks, lunch and attendance
Communicate issues, solutions, successes and opportunities to the manager
Ensure compliance with all corporate and local policy and procedure
Facilitates routine updates for monthly reports from and to the state client
Reviews calls and conducts coaching with agents
Provides standard, status and other reports to the PR manager
Communicates escalated issues to Xerox executive management, subcontractors, and/or state agencies if necessary
Delivers and monitors Performance Improvement Reviews for Corrective Actions
Develop, recommend and implement process and/or operational improvements to enhance efficiency and effectiveness of operation
Oversees timekeeping/payroll activities confirming all employees are paid in a timely manner
Oversee and guide Lead Agent in the assignment and review of tasks for call center agents
Assists in maintenance of desk level procedures

Customer Care Supervisor Resume Examples & Samples

Ability to manage a large diverse team to achieve daily goals while maintaining high service levels with the customers and sales channels
Develop workflow processes to support departmental performance goals and meet customer needs
Prioritize project and data requests, delegate effectively to staff members to insure timely resolution and development. Develop, measure and analyze metrics to gain efficiencies
Identify needs and issues involving process improvements and system enhancements to improve the performance of the department
Interface with Product Marketing on policy and procedure practices and issues
Interface with various levels of the organization, including RA sales and distribution to resolve contract issues and customer escalations
Establish departmental goals and implement Performance Management/Reward and Recognition practices with the staff
Must have the ability to exercise good commercial judgment and operate in a highly visible, high pressure environment
Must be able to manage and prioritize multiple tasks and be responsible to follow-up accordingly
Undertake a proactive approach to possible problems & wherever possible pre-empt situations
Minimum 3 years of experience in a customer service function. (Contact Center experience preferred)
Minimum of 3years of experience in a people management position
Proven track record of raising the performance level
Familiarity or background in working with SAP tools and order processing application systems in a high-volume environment
Leadership experience with a high-volume call center and/or customer care environment

Customer Care Supervisor, Shanghai, E&ES, ACS Resume Examples & Samples

Manage the sales order process, including order loading into oracle, delivery tracking, customer feedback, invoice delivery, and AR tracking with the support from finance
Interaction with sales & marketing people for specific requests (i.e promotion, sample order for new product testing/launch/ O2O display),track sales results. Etc
Prepare credit note / debit note requisition to distributors/ sales/finance dept according to agreement when business required
Handle replacement, monthly / quarterly return of defective goods/spare parts, shipment issues for shortage, return, defect claiming from customer, etc
Develop and implement procedures pertinent to the effective and efficient operation of the order management department - improve operational efficiency and services to both internal and external customers
Reporting and Data Analysis and report to management team

Customer Care Supervisor Resume Examples & Samples

Responsible for 18-20 direct reports
Responsible to Supervisor day to day activities for a call center operations team (including but not limited to monitoring, analyzing, improving as well as coaching, training, mentoring, motivating a group of team members)
Responsible to Lead and Develop People (Bring in the Right Talent, Foster Teamwork and Collaboration, Drive Employee Engagement, Develop People, Leverage Diversity and Inclusion, Learn and Develop Self)
Responsible to Deliver Value to caller (Optimize the caller experience, including compassion and empathy along with effective decision making)
Responsible to Communicate Effective (Communicate with Impact, Present Effectively, Listen Actively, Influence and Negotiate)
Responsible to Lead Change (Demonstrate Emotional Resilience, Manage Change, Implement Innovative Solutions)
Responsible to Drive Sound Decisions with High Quality of Execution (Make Decisions to Drive Action, Communicate Clear Direction, Manage Execution and Drive Operational Excellence)
Health Insurance background
Medical Claims background

Customer Care Supervisor Resume Examples & Samples

Handle Customers’ complaints and CAR thru I care and PQMT system and Drive the continuous improvement. And lead the failure analysis and complete the required report
Key contact for quality communications with GE global teams, ITO team, Contract team call center, PSS team and GE internal customers to ensure Quality requirement being implemented and Quality issue resolved
Hold the regular meeting to drive the continuous improvement in order to increase customer satisfaction Follow-up internal and external corrective actions to ensure all customer’s complaints closed on time
Conduct Quality improvement project according to customer complaints
Other work assigned by manager or supervisor
BS, Major in mechanical, material or electrical engineering
At least 5 years experiences in quality assurance of electrical manufacturing. Working experience in Switchgear product is preferred
Good Quality improvement project experience, GB certificated is preferred
Strong interpersonal and communication skill ;Passion for excellence with high integrity, commitment to quality
Good communication skills in English, willing to take travel

Customer Care Supervisor Resume Examples & Samples

Manage Contact Center performance metrics
Run and analyze salesforce.com reports and prepare action plans
Coach Customer Care Specialists to meet and exceed KPI’s
Perform Quality Audits and provide feedback to team members to ensure data integrity, process adherence and consumer satisfaction
Identify process and performance gaps, offer solutions to leadership and successfully implement agreed solutions
Plan, organize and coordinate the Customer Care team daily activities, including balancing workloads, ensuring zero call backlog
Communicate new/revised processes and program changes to team. Ensure understanding of information and implementation of process/changes
Resolve conflict and foster good, candid communication among the team members
Prioritize effectively and work independently to complete assignments and meet deadlines
Become a SME (subject matter expert) in products, processes, working guidelines and SFDC
Take calls escalated to supervisor level
Perform the Customer Care Specialist role, as needed
Deliver a flawless Customer Experience
Strong work ethics accountability and professionalism
Excellent verbal/written communication and interpersonal skills
Demonstrated proficiency to focus on details, handle multiple tasks and remain highly organized
Ability to think creatively and provide new solutions to old problems
Must have capacity to use tact and judgment in dealings with customers and employees
Must have demonstrated ability to work independently and be self motivated with minimal supervision
Minimum 2 years supervisory experience, preferably in Contact Center environment
Flexibility to work overtime with short notice
Computer and word processing experience, with Microsoft competency (i.e. Word, Excel, and PowerPoint)
SalesForce.com experience with building reports desirable
A.S. degree required, B.S./B.A. preferred
Minimum of 2 years supervisory experience
Minimum of 5 years Customer Care/Customer Service/Contact Center experience

Customer Care Supervisor Resume Examples & Samples

Responsible to ensure the realization of customer´s orders
Responsible to register and update Pricelist in MFG PRO
Prepares overview of products with short expiry date and ensures
The correct status of product in MFG PRO
Checks the Credit Limits of customers
Ensures that automatically reservation of products is made
SOX - SCR cycle
Approves the quantity claims
Gives the instructions to subordinates
Independently solves issues arise around realizations of shipments
Communicates with customers about the order´s realization
Creates system and ensure the conditions for fluent shipment realization
Regularly checks the payment moral + prepares the report for financial dept
Process overviews and reports of CCS
Carry out other jobs received from Supervisor
Controls CCS attendance
Enters and updates discount of customers in MFG PRO system
Enters and updates Central Marketing offers in MFG PRO system
Enters and updates Individual Marketing offers in MFG PRO system
Prepares list of Sell out products
Prepares Statistic report for Finance dept
Prepares Distribution letter and sets up the signing of letters
Ensures evidence of contracts /paper, electronic /
Updates overview of business conditions
Coordinates the business condition approval
Makes Visual compliance screening of customers
Controls and registers Permission for Pharmaceutical distribution
Controls VAT No. by EU customers
Responsible for preparing of contracts, controls and complete contracts + sets up the signing
Attends Daily Management Meeting
Prepares data for quarterly bonuses
Gets prepared before and Assists during audits
Responsible for New Customer opening process
Prepares report about OTD and BO
Prepares weekly reports about orders status /daily the last week of DM month/
Sets Country of origin of the products to the system
Sets additional comments - statements in the system
Approves Credit Notes
Updates Approval matrix
Sets request for non-standard product
Coordinates new projects /KAVO-Spofa fusion, University Kerr Project/ -coordinating new articles, setting prices etc
Month End report /daily in the last week/
Coordinates recall of the products
Enters and updates data of customers in MFG PRO system
Enters and updates orders of customers in MFG PRO system
Communicates with customer about order confirmation or other clarification - special requests of customer etc…
Issues Confirmation of Order
Checks the availability of the products with production dept
Informs customer about status of the order, possible dispatch date…
Agrees with customer the shipment date, way of transport…
Forwards agreed instructions to the warehouse + completes shipping documents
Checks the receivables and sends reminders
Ensures evidence of Quality and Quantity claims and informs customer about results
Prepares Credit Notes for claim + bonusesprepares Payment reminders and checks the outstanding payments
Ideally: University degree in economics
Alternative: Grammar school (economical, pharmaceutical, chemistry etc.)
At least 5 years of experience in customer care / service dept (leader, agent)
Fluent in English and Czech, any other language knowledge welcome
Strong leadership skills, positive thinker, motivator, can-do attitude
Managing by Objectives, goal and results-oriented
Analytic, problem-solver, good with data (High level of MS Excel required)
Good communication skills internally and externally, good listener

Customer Care Supervisor Resume Examples & Samples

Lead a team to deliver quality service and exceptional customer service to ensure regulatory expectations are met with all interactions
Will direct the success of assigned teams by managing people, equipment and workload/capacity to meet customer needs
Plans, organizes, and sets goals to best utilize personnel to achieve long and short-term goals
Coaches, mentors, trains, and evaluates members, including direct reports’ annual performance reviews to include consistent development and feedback
Will direct and support team members in training and compliance to training, continued product knowledge growth, and all aspects of improved team productivity
Work daily with escalated customer complaints to solve for the immediate needs of the customer
Collect and trend business critical data and work cohesively with the team to modify processes and/or procedures to improve business processes, business performance and the customer experience
Utilize Voice of the Customer data and insight to modify or enhance skills and processes to improve the customer experience
Deliver on timely submission of required business reports
Works with manager to recruit, hire, retain and engage talented associates
Maintains records (time cards, training records, etc.) for direct reports
Ensures compliance of team with company policies and procedures

Customer Care Supervisor Resume Examples & Samples

Develop front-line employees to deliver on the strategic direction of the Customer Care organization. Drive business unit tactics that support corporate strategies
Responsible for achieving specific departmental objectives and assisting in meeting sales goals
Team with fellow Customer Service Supervisors, Managers, sales associates and other TE employees to implement sales improvement plans, continuous improvement efforts and other strategic and tactical initiatives
Act as point of escalation to resolve serious delivery/expediting problems. May be required to deliver formal presentations to explain such services and steps taken to resolve problems. Take accountability for resolving customer concerns and accurately determine when it is appropriate to escalate to the next level to deliver a timely resolution
Utilize working knowledge of the operational and technical functions of the Customer Care department to ensure proper procedures are followed
Monitor day to day activities to ensure team members fulfill their responsibilities
Understand and enforce company policies, procedures and changes. Remove obstacles when appropriate
Contribute to continuous improvement through various quality programs, Six Sigma, Performance Matters, Call Management System and Delivery Scorecard
Recommend new and revised procedures and/or practices relating to area of responsibility
Evaluate direct reports and front line associates through daily observation, ongoing coaching and development, and the annual evaluation process and decide upon promotions, transfers, merit increases and disciplinary action
Ensure a high service level is being maintained for our customers as well as an even distribution of work load
As requested by top management, prepare information relating to business conditions reflecting on the possible needs for additional resources (people), raw material and equipment based on backlog, new order input and expediting conditions
8-10 years related experience Demonstrated ability to support and effectively deliver change within an organization
Understanding and working knowledge of call service technologies, and standard Customer Service practices
Demonstrated success of building effective teams, influencing and engaging employees
Ability to develop self and others
High-level of accountability

Customer Care Supervisor Resume Examples & Samples

Provides front-line supervision to an operational service center
Undertakes operational planning for the process
Ensures real-time monitoring of process status
Directs the efforts of others in the achievement of the strategic and operational objectives of the group
Ensures optimal capacity utilization
Client interaction in weekly meetings
Acts as an escalation for unresolved calls
Manages process from end to end from a process delivery and quality offering perspective
Plans and allocates work of the team
May contribute to financial and resource planning for the results of a team

Elavon Customer Care Supervisor Resume Examples & Samples

Minimum technical, trade or business school certificate, or equivalent work experience
Five or more years of administrative or operations experience in the financial services industry
One or more years of supervisory experience
In-depth knowledge of functional area, applicable systems and policies and procedures for the assigned area
Strong organizational and problem-solving skills
Excellent computer skills, especially Microsoft Office applications
Thorough knowledge of the organization's human resources policies and procedures
Strong interpersonal, verbal and written communication skills
Well-developed ability to resolve complex problems with minimal guidance

Customer Care Supervisor Resume Examples & Samples

Oversees the daily operations of the department to ensure timely and respectful response/resolution to customer issues and inquires
Supervises direct reports including staffing, scheduling, training/development, performance assessment, and disciplinary actions
Collaborates with management to set and maintain the desired service levels for the department
Monitors departmental and individual performance to ensure quality and productivity standards are achieved. Identifies individual and group training requirements
Assists and responds to escalated customer service issues
Proactively identifies, recommends, and implements quality improvement processes
Monitors customer inquiries and issues to identify trends and communicates concerns and insights to the appropriate internal departments
Assumes managerial responsibilities concerning operational control in the absence of the department manager
Minimum of 4 years of experience in a customer service environment required. 3. Retail experience preferred
Ability to operate a computer and general office equipment required
Strong interpersonal, customer service and verbal and written communication skills required
Ability to work a flexible schedule including evenings, weekends and holidays required

Customer Care Supervisor Resume Examples & Samples

Working under the direction of the Training Manager and dedicated training staff, accountable for assigned training and development of the Work-At-Home representatives
3-5+ years of supervisory experience required
Prior experience in a call center required
Strong computer and keyboard skills, with proficiency in Microsoft Office Suite including Word, Excel, PowerPoint and Outlook
Demonstrated ability to train, coach and develop call center representatives

Customer Care Supervisor Resume Examples & Samples

Supervise and direct the daily activities of the Customer Care Center including the interviewing, hiring, and training of Customer Care Representatives. Provide timely coaching on performance, including daily and weekly interaction and coaching or team and monthly one on ones to review scorecard outcomes. Prepare and administer performance reviews and salary increases, including timely promotions within the call center job ranges. Administer department incentive plan to reinforce desired activities/outcomes and retention of staff
Develop and foster a strong customer advocacy environment along with deepening customer relationships. Ensure that customer’s needs for financial service are fully met through active profiling and needs assessment activities. Provide on-going coaching and counseling, quality recording and monitoring, team meetings and training sessions
Manage team performance to ensure sales, quality and production goals are achieved while maintaining a professional and positive work environment. Lead Customer Care representatives in the delivery of quality service to all consumer and business customers
Resolve escalated customer complaints in a manner that provides customer satisfaction and protects the interests of the bank. Provide technical support and guidance via supervisor phone line support or face to face on non-routine inquiries by Customer Care Center representatives and management concerning all products, procedures and systems. Analyze and resolve complex customer issues, overriding policy when necessary to ensure customer satisfaction while still limiting exposure to the company
Manage department service level objectives to meet customer service goals including average speed of answer, abandonment and lost time through active management and scheduling of staff on an interval by interval basis (15 minutes) using workforce management system, telecom displays and other real-time reporting tools to accurately forecast and staff for call volumes. Assist manager in developing strategies to reduce cost per call in department. Limit overtime on team to ensure budget is met
Protect customer information and bank security related to “Know Your Customer”, CIP, privacy, data compromise, fraud, and identity theft as they relate to contacts via the call centers by understanding company policies and industry standards. Communicate and monitor delivery of customer and information procedures to staff members. Audit compliance through monitoring of calls and written communications with customers
Using our technology, identify any call patterns, customer trends and/or system issues as they develop. Respond and report these to managers, business line leaders, back office support managers and Information Technology Services as quickly as possible along with providing possible impact/solution/resolution. In addition, identify any process improvement opportunities that exist and support changes on your team and in the department that allow us to be more efficient and deliver an improved customer experience
Monitor and evaluate agent calls and web chats for quality assurance and compliance through establish quality assurance programs. Track and analyze results for agent performance scorecards. Follow established guidelines to support Quality assurance complaint process in department including coaching agents on any outcomes
Succession planning for all representatives and work director on team to ensure career-pathing opportunities
Assist Manager in the development and implementation of strategic planning for department
5-7 Years in banking, customer service, financial or sales experience. Demonstrated ability or experience in providing work direction and leadership
7-10 or more years experience in banking, customer service, financial or sales experience. Demonstrated ability or experience in providing work direction and leadership. Prefer 1-2 years supervisory experience

Customer Care Supervisor Resume Examples & Samples

Bachelor’s Degree in business, marketing, logistics, or equivalent
Minimum 3-5 year of experience in a complex customer service function
Minimum of 2 years of experience in a capacity that includes leading and guiding a team
Proven track record of process and performance improvement
Familiarity or background in working with SAP functionality and tools
Experience in a fast paced, high volume customer care environment is desirable

Customer Care Supervisor Resume Examples & Samples

1 to 2 years of advanced Customer Care experience
3 to 5 years prior automotive finance experience
1 to 2 years prior call center experience
Proficient with MS Office Products
Proven strong communication and interpersonal skills
Self-motivated, takes initiative
Proven problem resolution skills
Demonstrated diplomacy and tact
Experience in effectively teaching and coaching less experienced employees

Customer Care Supervisor Resume Examples & Samples

Supervises the efforts of others in the achievement of the strategic and operational objectives of the group. Manages the hiring, staffing and maintenance of a diverse and effective workforce
Responsible for career development/planning, performance and pay discussions of team members
Leads team to create and sustain an operating environment that is reviewing capacity, performance and
Volume trends while being cognizant of service and continuity objectives
Establishes and recommends changes to policies, procedures, processes and tools, which affect global organizations
Oversees real-time management, staffing level requirements, forecasting and workplace scheduling in call center
Provides direct supervision to a large team of operational, production, sales, service or administrative team members or a small staff of professional level team members
Contributes to area by ensuring quality of tasks/services provided by self and others
Accountable for budget, schedule, and results of a project team or work group
Supervised team will generally perform multiple tasks and possess a variety of skills and/or knowledge
Provides training and guidance to others
Resolves data integrity issues
Improves processes
Presents problem analysis and recommends solutions in a creative and logical manner
Strong Communication skill
English written & spoken
2+ years people management experience
Ability to handle high velocity/volume situations
Thorough presentation, development and interpersonal skills
Strong organizational and planning skills

Customer Care Supervisor Resume Examples & Samples

Establishes and implement performance and service standards
Ensures productivity meets or exceeds service level and quality standards
Monitors workforce management to ensure all calls are being distributed among staff for effective operation
Assist with development departmental quality standards
Minimum two years previous call center experience; work experience may be substituted for degree requirement
Minimum five years leadership experience, with a minimum of two years supervisory experience in a call center
Minimum two years MMIS claims examination and/or billing experience
Problem solve through analysis and ongoing feedback
Ability to communicate effectively, both verbal and written, with internal and external customers
Experience working with Microsoft Office including Excel, Outlook, Access, etc

Customer Care Supervisor Resume Examples & Samples

Engage directly with Customer Service / Order Management / Sales and Marketing teams to identify and update any inefficiencies with current processes
Monitor and maintain Special Pricing Agreements between TSM’s and customers, including verifying and validating margins
Engage directly with Product Managers to maintain pricing for all product lines, and provide assistance in preparing and communicating any price changes
Responsible for coordinating any price uploads with the Document Control team in the UK
Responsible for creating tickets in the CRM to capture delivery related issues
Assist with creating and closing opportunities within the CRM tool
Assist Order Entry/Management as necessary
A Key Support contact to Distributors and OEM’s
Self-starter and highly motivated for accuracy in output of work
Strong desire to achieve results through working with people
Technical competence and familiarity with personal computers and software
Comfortable with talking on the telephone with customers, sales people, and other related business contacts

Customer Care Supervisor Resume Examples & Samples

Front-line supervisor in the Customer Care department
Responsible for coaching, motivating and developing a team of Call Center associates handling private label credit cards
Motivate and develop associates with innovative recognition techniques to ensure individual and team performance expectations are met
Ensure team compliance with quality, productivity and retention standards
Drive revenue generation results by implementing innovative solutions to overcome obstacles
Write and administer effective formal performance appraisals, performance coaching and progressive discipline
Initiates and implements appropriate actions to ensure department standards are met within the section
Conducts and attends communication meetings
May establish and maintain relationships with relevant client representatives
Identifies, resolves, and escalates concerns (associate, system, and client) as needed
Addresses and resolves associate issues by exercising good judgment and acting as an associate advocate
May represent Alliance Data in various recruiting events
Successfully manages key projects through the achievement of critical milestones and project deliverables
College degree or 2+ years equivalent experience in a Call Center environment with demonstrated leadership abilities
Ability to handle multiple tasks in a fast paced changing environment
Basic analytical and mathematical skills
Basic PC skills in a Windows environment
Demonstrated credibility among co-workers
Fluency in English and Spanish – is a plus

Customer Care Supervisor Loan Servicing Resume Examples & Samples

Manages day to day operations of the call center area to ensure smooth work flow and to achieve predetermined goals
Accurately assesses strengths and development needs of employees including timely and specific feedback and performance management
Ability to work a 1:00 PM - 10:00 PM shift
Proficiency in the use of software applications, databases, spreadsheets, and/or word processing required
Experience and/or knowledge of the mortgage industry preferred but no required
We offer competitive salaries, an excellent benefit package including medical, dental, vision, and (401k)!*

Customer Care Supervisor Resume Examples & Samples

At least 3 years experience in a job that requires very good communication skills and people management skills
At least 3 years experience in a job that requires selling and negotiation
At least 3 years work experience in a testing, inspection, verification or certification services work environment; experience in the field of Agriculture, Food, Healthcare, Pharma is a definite advantage
Proficient in Microsoft Office tools (Word, Powerpoint, Excel, Sharepoint)
At least 2 years solid experience in the use of a CRM tool (Oracle, Salesforce, etc.) including user support and training

Customer Care Supervisor Resume Examples & Samples

3 Years customer service supervisor work experience required. Work experience in a medical device customer-based environment / medical device related consumer facing experience will be a plus
Ability to assume responsibility, manage, supervise, train, plan and implement
Ability to make decisions under pressure
Ability to deal with the public under stressful circumstances in a fair, calm and
Ability to prioritise tasks
Ability to consistently follow through with projects to completion
Ability to perform in a fast-paced, highly customized manufacturing environment
Ability to act and speak with confidence
Sales support Orientation
A pleasant personality with good interpersonal skill

Customer Care Supervisor Resume Examples & Samples

Manages the process of activations, confirmations, and verifications in compliance with company and departmental policies
Meets established minimum target goals, per week, for activators, confirmations, and servicing of inbound calls and on board calls
Acquires and maintains working knowledge of all resorts, company products, and services as they relate to marketing and the company as a whole
Leads the department training objective, inclusive of preparing training materials, overseeing the training curriculum, and delivery and execution of the training
Prepares and leads training sessions and pre shift meetings when assigned
Responsible for training new team members in department regarding service expectations and operational functions
Prepares and administers disciplinary actions
Assists in the production of departmental work schedules
Ensures compliance and maintenance of timekeeping and system for team members
Complies with federal guidelines as related to the Do Not Call List
Reports to management on priorities and activities of the Customer Service department
Attends management meetings as required
Maintains a flexible work schedule to include early mornings, evenings, weekends, and holidays
Must be able to operate general office machinery, (i.e., computer, copy machine, fax machine, 10-key)
Maintains a level of accuracy set by management on all data entry tasks of team
Provides superior customer service
Maintains company standards of professionalism when interacting with fellow team members, management, owners, members, and prospects
Completes all required company trainings and compliance courses as assigned
Adheres to company standards and maintains compliance with all policies and procedures
A minimum of six (6) months of experience in the management and/or call center field required
A minimum one (1) year of supervisory experience in the management and/or call center field required
Ability to interpret and create policies, procedures and manuals
Ability to take initiative and effectively adapt to changes
Ability to interpret and create spreadsheets
Able to use sound judgment; work independently, with minimal supervision
Able to perform a variety of duties, often changing from one task to another of a different nature, with impending deadlines and/or established timeframes
Competent in public speaking

Customer Care Supervisor Resume Examples & Samples

Bachelors Degree or equivalent work experience
Minimum 3 years of experience in a customer service function
Minimum of 3 years leadership experience
Excellent interpersonal, leadership, and communication skills, combined with a proactive, positive

Customer Care Supervisor Resume Examples & Samples

Ensure CS Quality Assurance by checking the answers given to users by tier 1 operators
Handle escalated cases and customer complaints, and provide resolutions in a timely manner
Localize and fine-tune FAQ contents, CS knowledge, and content monitoring guideline in Bahasa
Help to conduct a variety of customer satisfaction activities including tracking metrics, quantitative and qualitative

Customer Care Supervisor Resume Examples & Samples

Performs Post Closing Customer Visits (PCCV) and any other inspections as per departmental and Company standards
May complete work orders (MW Region: May complete work) required to meet customer needs; provides problem solving on-site
Contacts and schedules appropriate subcontractors to perform work as required
Initiates service work orders, sets appointments with subcontractors, monitors progress and quality of work, and keeps customers apprised of work order status
Directs and supervises subcontractors to improve efficiency and work flow
Participates in departmental meetings to discuss service issues, work schedules, enhance job quality and performance, and increase work flow efficiency
Assist in special projects as requested and perform additional duties as required
Written & Verbal

Customer Care Supervisor Resume Examples & Samples

Oversees the day-to-day operations of a group of employees
Coordinates referrals to appropriate technical, professional, or service personnel for follow-up
Monitors Customer Service KPI’s such as Customer On Time deliveries, Customer Satisfaction
Customer driven sense of urgency
Must have ability to lead, train, and drive change
Self motivated individual able to multi-task effectively and work in a fast-paced environment

Customer Care Supervisor Resume Examples & Samples

Supervise the daily functions of an established customer care team with responsibilities for hiring, firing, disciplinary actions, training and promoting, in accordance with company policies as well as industry laws and regulations
Provide customers with full resolution to issues or concerns escalated to manager, and provide follow-up with customer in writing when necessary
Correspond and coordinate with other departments, including external call center to achieve maximum efficiency of Customer Care Dept
Maintain schedules for Customer Care Team so all hours of operation are adequately staffed
Approve adjustments when exceptions occur and enter adjustments for manager approval
Handle all responsibilities assigned to CCAs when necessary and also ensure that these responsibilities are being completed in a timely and efficient manner

Customer Care Supervisor Resume Examples & Samples

Assist in the management of all aspects of customer contact processes including customer service, collections and loss mitigation
Builds effective and strong team committed to delivering world class customer care and achieving organizational goals
Ability to coach and develop representatives
Exceptional interpersonal skills

Customer Care Supervisor Resume Examples & Samples

Promotes training and development of the team and acts as a mentor when needed
Demonstrates a higher level of expertise across multiple products, systems, and processes
Proactively identifies potential issues and effectively involves others to bring to resolution when needed
Maintains customer focus by handling all customer situations and recognizes opportunities to serve the customer beyond the customer’s expectations
Embraces the RBS Culture by effectively using tools and follows processes in all situations
Responsible for management of export documentation, order release and international communication processes
Ensure successful daily outcomes across the team including assigning work to ensure timely processing
Maintain knowledge of business terms and conditions, including INCOTERMS and their proper application in an international transaction
Knowledge of Rexnord international shipment process
Manage relationship with freight forwarders, carriers, brokers as well as internal field and administrative personnel
Knowledge of export rules and regulations, denied party screening, free trade agreements, and international banking documents
Understands international shipping and global logistics
Strong ability to inspire and develop others
Ability to work with a highly dynamic team and fast-paced environment with continuous challenges
Team orientation with the ability to influence others
Superior communication and employee relations skills
Ability to move up to position of increasing accountability within the organization

Customer Care Supervisor Resume Examples & Samples

Oversees daily activities of the Customer Care Reps (CCRs) and provides written and oral instructions as needed
Assists CCRs with escalated issues
Provides performance appraisal feedback and issues verbal and/or written performance warnings as necessary
Designs work schedules and monitors adherence
Validates and approves timecards to ensure accurate payroll processing
Maintains employee motivation by distributing rewards and recognizing achievements
Develops an in-depth awareness of respective product brands including basic characteristics, features and related areas
Properly resolves customer issues, adjusts errors and recommends corrective actions relative to customer complaints
Assists with the development, standardization and/or improvement of policies and procedures to improve the efficiency of the department
Ensures that mail, Internet communications and telephone communications are answered properly and in a timely manner
Provides training and encourages professional development
Tracks information to compile work volume statistics for accounting purposes and to improve Customer Care and interaction with other areas in the company
Maintains harmony among workers and resolves grievances
Interacts with other departments to coordinate communication, activities, workflow and/or training that would affect the competency of the respective customer care area
Highly professional supervisor position managing a team of Customer Care representatives. Technical position requiring strong verbal and written communication skills and the ability to work independently. Manage and motivate Customer Care Reps’ activities, track daily, weekly and monthly metrics, establish and drive team toward goals while exhibiting strong customer relationship skills
Directly supervises up to12 employees in the Customer Care Department (CCRs). Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws. Responsibilities include interviewing, hiring and training employees; planning, assigning and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions
Bachelor's degree from a four-year college or university; or three to four years’ related Customer Care experience and/or training; or equivalent combination of education and experience
Strong experience in Customer Service or in resolution of complaints, preferably within a manufacturing company
Experience in writing policies and procedures that support departmental functions and Customer Care goals
Experience building rapport and effectively managing team involvement in a dynamic business environment

Customer Care Supervisor Resume Examples & Samples

Manage your Customer Logistics team ensuring that the best talent is sourced, developed, managed and engaged leading to a highly motivated team environment that meets and exceeds business expectations
Participate in the management of the company as a member of the Benelux Operations Management Group
Develop and improve relationship with external and internal customers
Build and maintain relationships with other Functions while driving leverage opportunities across the areas
Ensure all KPI’s such as Inventory, DOH, Customer Service (OTIF), financial metrics … are monitored effectively and achieved
Budget responsibilities for expenses of your area
Engaged in daily customer logistics activities
Owner of the customer logistic process : review all processes, procedures, methods and tools to meet the performance objectives of the department
Ensure all applicable ISO requirements are met
Ensure all Compliance, SOX, FCPA and Quality policies are implemented and applied
Ensure the proper actions are taken in case of a Regulatory action
Implement continuous improvement to ensure efficient operation and make sure agreed Service levels to Customers are kept
Take ownership and participate in projects to further improve the European Stryker Customer Logistics function, resulting in increasing customer satisfaction, increasing efficiency, lower costs and optimized inventory levels
Play an active role in the European Operations team as we strive to implement a world class Logistics and Customer Care Operation. Critical to this will be the identification of appropriate benchmarks and the sharing of best practice that drives efficiency and productivity
Together with logistics make sure the most cost efficient transport solutions are used
Ensure data accuracy in business system

Customer Care Supervisor/d Resume Examples & Samples

Implement the company’s quality policy and agree commitment
Operate within the confines of the site assignment instructions
Effective rostering of assigned personnel
The effective deployment and supervision of personnel
Effective rectification of staffing shortfalls
Deal with outstanding administrative and operational matters
Ensure personnel are fully trained and operationally conversant with assigned duties
Training, or supervision of training of site personnel in accordance with current company procedures, administration of proper documented training records
Effective liaison with clients and their representatives- dealing in an appropriate and timely manner with assignment enquiries
Action of outstanding administrative, disciplinary / grievance and operational requirements
Effective working knowledge of all assignment and emergency instructions
Practical working knowledge of civil and criminal law
Completion of company administrative tasks as required- e.g. time sheets, training booklets
Ensure all assigned personnel are dressed in accordance with current instructions
Informing the Duty Manager or engineer where and when faults and peculiarities occur on any of the systems and to be able to prioritise and take the necessary remedial action
By arrangement you will undertake paid duties where this becomes necessary
Any other duties assigned by line management from time to time
Of smart appearance
Good judgement and an even-handed approach
The ability to establish a good rapport with people across the board – from retailers to cleaning staff, maintenance people and contractors, the Police etc
The ability to think through situations, and to anticipate and surmount problems
The ability to motivate and attain the best results from the on-site security team
The ability to work under pressure and to strict deadlines
Sound interpersonal skills
Enthusiastic and conscientious with attention to detail
Flexible and adaptable
A competent writing ability
Honest and trustworthy
Can lead by example
The ability to issue and receive instructions
Security Administrator

Customer Care Supervisor Resume Examples & Samples

Monitor Customer Service Representatives for quality assurance and efficiency
Assist Customer Service Representatives with any Cardholder issues in order to ensure prompt and satisfactory resolution, including call escalations
Train and coach a team of customer service representatives
Answer inbound customer service phone inquiries during periods of high call volume related to InComm (ATM, Visa and others)
Provide timely, accurate and courteous responses to a number of FAQs
Receive Cardholder Visa Card registration calls and order Visa Cards via the Customer Service website, as needed
Perform basic Cardholder Customer Service functions in an accurate, timely and courteous manner
Process various customer related tasks relating to Lost/Stolen Cards, forgotten PINs, chargebacks, disputes, potential fraud, etc
Meet reporting requirements as designated by InComm Management
Enforce daily activity of call center policies and procedures
Staff Administration duties: work schedules, attendance and performance monitoring, staff discipline, payroll data collection and verification, interviewing, terminations, etc
Perform yearly reviews and evaluations
Other tasks and responsibilities as assigned
Position involves the ability to work at a desk while using a telephone and computer to talk and correspond with customers, employees, and various levels of Management
Must be able to work independently, without direct supervision, and be able to direct and manage the work of others
Computer fluency is required, including knowledge of Microsoft Office and the Internet
Must possess strong analytical, interpersonal, organizational, and time-management skills
Ability to maintain a very high level of confidentiality and professionalism in working with new and existing staff
Our CallCenter is open 24/7, shift flexibility is needed
4 years customer service experience with at least 1 year in a supervisory role required
Experience Supervising a minimum of 10 or more employees
Familiar with HR and EEOC policies
Financial Card (ATM, Visa, etc.) customer service experience a strong plus
Must successfully pass a criminal background and consumer credit check, drug screen may also be required
Must possess a strong desire to provide superior customer care
High school diploma or equivalent required; Bachelor’s Degree preferred
Internal Candidates must be in good standing with attendance and performance. Candidates on an active warning or higher are not eligible to apply
This position is eligible for the Employee Referral Bonus Program

Customer Care Supervisor Resume Examples & Samples

Manage the customer care management (CMC) and support services (if applicable) to ensure compliance with policies, procedures and customer requirements. Measure performance and productivity against the standards. Ensure the care center is meeting telephone access standards for Magellan
Monitors and evaluates data from the call tracking and call management telephone system for accuracy, completeness, inquiry response time and performance issues
Ensures associates are given their QI scores, monthly report cards, and their productivity statistics individually
Ensures motivational programs are being utilized
Manage the department?s customer/support services quality improvement programs to ensure member and provider satisfaction
Coordinates with sales account management and regional staff to provide smooth implementation of new business within the Care Center and Support Services

Customer Care Supervisor Resume Examples & Samples

College degree or equivalent years of experience
2 to 5 years experience in a leadership role, leading a team of people
Collections / Customer Service experience preferred
Ability to effectively motivate associates and drive increased performance
Ability to build strong relationships across the business
Strong understanding of business drivers
PC skills in a Windows environment
Working knowledge of Microsoft office
Previous call center experience preferred but not required

Customer Care Supervisor Resume Examples & Samples

Direct Reports (titles)
Strong written and verbal communications and interpersonal skills
Ability to document policies and procedures, goals and objectives as applicable to the department needs
Ability to establish realistic work demands and divide work into manageable activities
Understanding of FDCPA regulations and HIPAA compliance
PC/System literate including the Internet and excellent MS Office skills
Understanding of call center technology, queue priority, and service levels
1 year of demonstrated supervisory experience in a Customer Service call center, or equivalent management courses
2-3 years of collection experience, preferably in healthcare receivables
Office Work Environment

Customer Care Supervisor Resume Examples & Samples

Supervises all activities associated with Call Center operations, including implementing policies and procedures on systems
Enforces and implements performance and service standards
Implements process and/or operational improvements to enhance efficiency and effectiveness of operations
Provides guidance, leadership, and motivation to promote maximum performance
Motivates and inspires team members to improve behaviors that lead to exceptional customer services
Will work with senior management to develop and implement sales strategies to drive improved sales performance
Work from home experience / virtual supervisory experience
Team coaching experience
MAC experience

Customer Care Supervisor Resume Examples & Samples

Direct and/or manage all activities associated with Call Center operations, including developing and implementing policies and procedures on systems
Enforces company policy on a consistent basis
Coach and mentor staff based off of Quality concerns and other key performance indicators

Customer Care Supervisor Resume Examples & Samples

Develop, implement and maintain Customer Care Continuous Improvement programs including techniques and methodology in Lean Manufacturing involving Kaizen events
Develop organizational structure to departmental Business Rules and SOPs
Write, review, evaluate, and modify training programs and recommend appropriate changes
Through technology establish efficient ways to quickly access information ensuring a high functioning service team
Perform root cause analysis for issues identified by Customer Care teams
Maintain cost reduction documentation and provide recommendations for further cost saving initiatives
Develop and lead Continuous Improvement activities
Collaboratively schedule training amongst peer group(s) ensuring departmental goals are met
Day to day functionality of Customer Care Supervisory responsibilities
Bachelor’s degree in business, engineering, or related field
Minimum of 5 years Customer Care call center experience
Proficient in Microsoft Office, including Excel, Word, Power Point, VISIO and Projects
Demonstrate successful ability to build positive partnerships and work collaboratively with cross-functional business teams
Exceptional interpersonal and communication skills with the ability to interact with all levels of the organization
Demonstrated successful ability to organize and prioritize work ensuring appropriate delivery to tight timelines
Excellent problem solving, critical thinking and decision making skills
Ability to travel up to 20% of time
Six Sigma Black Belt Certification or comparable problem solving certification
5 years Supervisory / Leadership experience
3 years in manufacturing processes and/or training

Customer Care Supervisor Resume Examples & Samples

Responsible for ensuring the effective performance of customer service functions
Ensure customer orders are received, processed, and shipped accurately and timely. Ensures that customers are properly informed of the status of their orders
Ensure related order documentation is complete and that files are updated and maintained
Oversee processing and set up of new customers
Monitor the maintenance of standing and blanket orders. Ensures bids are timely
Oversee the resolution of routine customer inquiries and complaints. Provides assistance with more complex and sensitive problems
Ensure orders are processed and related customer service is provided in accordance with established policies and procedures
Conduct customer surveys as appropriate. Compile and share results and uses survey data to improve services
Continually monitors Customer Care functions and revises policies and procedures as needed to ensure superior customer service. Ensures that service activities are effectively prioritized
Responsible for ensuring effective technical service to Company customers
Oversee complaint file tracking. Ensures prompt follow-up
Ensure excellent customer technical support. Communicates effectively with customers to understand the nature of their complaints. Obtains and conveys information as required. Researches and resolves technical problems
Report product complaints to appropriate personnel for investigation, and to prevent reoccurrence of problems
Ensure appropriate customer counseling and education
Maintain and project the Company's professional reputation
Responsible for providing effective sales and marketing support
Seek to expand the Company's product line in existing and new accounts through customer support phone calls
Ensure sales leads and customer needs are appropriately referred and followed up
Provide input on new products to research and development personnel
Provide technical sales support for representatives as needed
Develop and present technical training as required
Effectively supervise Customer Care personnel, ensuring optimal performance
Provide leadership through effective goal setting, delegation, and communication. Ensure personnel are well informed of policies and procedures. Discuss service areas needing improvement
Train, direct, and coordinate personnel. Provide assistance and support as needed. Develop and conduct training to ensure effective customer service
Conduct performance appraisals. Provide suggestions for improved performance. Formulate and implement employee corrective actions as needed
Responsible for establishing and maintaining effective communication and coordination with Company personnel and management
Assist and support related departments as required
Keep management informed of area activities and of any significant concerns
Attend and participate in meetings as required
Complete reports, records, and other documentation as required
Complete miscellaneous Customer Care functions and special projects as assigned
Stays informed of changes in the customer service field
Responsible for related duties as required or assigned
Knowledge of Company products
Familiarity with pricing and sales procedures
Thorough understanding of customer service practices
At least two years of customer service experience and one year of supervisory experience
Ability to train and supervise othersService orientation and sincere willingness to assist others

Customer Care Supervisor Resume Examples & Samples

Be directly responsible for supervision of employees, scheduling, corrective action and other related issues under the guidance of the Customer Care Manager
Work closely with other division supervisors to ensure customer satisfaction, increased efficiency and business results
Assist staff with their needs, resolves concerns and difficulties
Resolve customer service issues that have been escalated from CSR's
Lead and motivates team to meet company-wide service goals
Coach CSR's to provide excellent customer service to all customers and to meet company-wide service goals
Work effectively with customers, peers, and management
Improves customer service experience, create engaged customers and facilitate business growth
Complies with, supports, and enforces Advanced Disposal's policies and procedures
Maintains and supports strong, open communications between Customer Care Center, field operations and sales to effectively direct and manage the Customer Care Team
Recruits, trains, motivate and develop staff in order to meet the current and future needs of the department and the company. Challenges others to develop as leaders, while serving as a role model and mentor
Partners with customer care team and IT teams to provide and maintain system and telephony requirements that support the business center
Initiates and completes or facilitates process improvement projects as identified by Customer Care Manager or other management
Experience must include time spent in a Customer Care Representative role including but not limited to daily heavy call volume and direct communication with customers
Knowledge of all facets of call center management including date analysis, customer facing transactions and customer retention strategies
Ability to build and maintain relationships and work well with others as part of a team
Advanced troubleshooting and multi-tasking skills: excellent organization skills
Knowledge of Excel & Word a must
Experience on the TRUX program is preferable
Superior telephone etiquette
Proven time management and problem solving skills
Superior customer service skills
Strong motivational, coaching and teaching skills
Ability to effectively manage multiple tasks

Customer Care Supervisor Resume Examples & Samples

Provide tactical leadership for a Customer Care Team, focusing on growing profitable volume and share while delivering superior customer service. Actively maintains performance standards relative to established KPIs
Apply proactive and innovative leadership for selling opportunities including up-selling and cross-selling
Maintain key relationships with assigned customers to better understand their needs and enable effective and cost efficient customer service plans and programs. Cultivate strong business relationships with customers as a means of leveraging preferred supplier status
Provide leadership to teams in order to achieve superior business results. Areas of focus include inside sales, supply chain efficiencies, service levels, financial results, productivity, quality management, field sales support and customer support
Communicate Customer Care and Sales programs objectives and expectations to all Team personnel. Provide timely and meaningful business assessments to management
Capitalize on opportunities through leadership in the areas of team building, trade relationships and sales partnerships
Provide leadership and the resolution of escalated internal and external issues. Act as an interface point with TOL internal functions and field sales, as well as customers
Maintain customer and market expertise in order to effectively manage Team account and call planning
Apply coaching skills to ensure successful empowered team development
Integrate all KeHE policies, practices and procedures
Identify sales training needs for staff
Conduct timely performance evaluations on staff

Customer Care Supervisor Resume Examples & Samples

Supervise a team of associates
Coach associates for improved performance
Complete monthly work reviews, and annual appraisals
Create development plans for associates and assist in their growth and development
Demonstrate a working knowledge of key Retail operating units
Conduct section meetings
Identify, resolve and escalate concerns (associates, system, client) as needed
Ensure compliance with relevant corporate and regulatory guidelines
High school diploma or equivalent experience
2 years work exp. in a service or collections environment with demonstrated leadership abilities
Ability to balance multiple responsibilities simultaneously
Strong team building skills
Ability to maintain confidentiality with sensitive matters
Demonstrated credibility among coworkers
Adapt to change effectively
1 year previous leadership experience
Willingness to rotate to any operational area
2 years previous supervisory or leadership experience in a call center environment
College degree in business related field

Customer Care Supervisor Resume Examples & Samples

Manage the day to day affairs of Customer Care Specialists
Develop and implement training materials for the Customer Care Team
Create and update call scrips to utilize during routine customer interactions
Foster an environment of high performing and engaged workforce
Creates critical paperwork for the Customer and develops knowledge on how to make corrections, split orders and work multiple orders
Provides quotes, estimates and re-estimates to representatives and Customers. Responds to inquiries regarding timely turnaround times and responds to various other Customer inquiries
Provides knowledge about company capabilities and acts as the liaison between the Customer and the product manager if necessary
Initiates follow up with Customers on any issues surrounding their account
Resolves warranty concerns
Responds to invoice questions
Collects specific data including Customer profile information, Customer preference and intelligence information
Participates in Customer loyalty activities
Soft upselling including identification of opportunities for sales follow-up or sending literature/information in response to Customer requests
Bachelor’s degree in business or related field preferred
5 or more years of work experience with a track record of utilizing analytics, strategy development, and program execution
1+ Years of leadership experience highly preferred
Excellent Written and Verbal communication skills
Building customer loyalty
Conflict resolution/Conflict management
Working knowledge of Oracle
Training and Development

Proactive Customer Care Supervisor Resume Examples & Samples

Staff of approximately 10+ employees to meet departmental goals via appropriate allocation of workload and effective resource management key metrics and Service Level Objectives (SLO) and manage teams to these goals strategize workload distribution by utilizing zipline reports encouragement and structure to team members in order to receive high quality work strategize and evaluate processes and work towards minimizing lead times through understanding the entire job flow, including non-standard situations
Supervisory/management experience overseeing people
Leadership qualities and an independent thinker
Outstanding verbal and written communication skills and
Organized, process oriented and able to multi-task proficient with desktop applications such as Adobe Acrobat Professional, MS Office, Internet browsers including an ability to learn new software customer focused approach to completing assignments and representing SolarCity to work well with others in a collaborative team environment reliable, and predictable performance required be able to successfully pass a pre-employment criminal screen. Additional pre- employment driving and drug screens may be required based on job responsibilities

Customer Care Supervisor, Loan Servicing Resume Examples & Samples

Assists in the management of the Call Center including calling outbound strategy, IVR routing and skip tracing
Helps oversee the borrower website experience
Develops and implements effective policies and procedures to ensure timely, accurate, cost effective and excellent service to our customers
Identifies and analyzes escalated problems and provide guidance to team members for resolution
Negotiates solutions and acts as a liaison with internal and external customers when necessary
Ability to work a 10-7PM shift
Experience working as a Manager, Supervisor, or Team Lead in a call center atmosphere
Ability to lead a team to reach performance objectives and goals
Availability to work occasional Saturdays

Customer Care Supervisor Iqos Resume Examples & Samples

Manage the relationship with our 3rd Party Customer Service provider and ensure that the customer services delivered meet and exceed customer expectations and are in line with PML strategy and standards
Monitor activities of the 3rd Party Customer Service Centre including: supervising performance, agents recruitment, training and coaching; monitoring service levels; carrying out audits to ensure adherence to the customer care standards and policies
Monitor key customer satisfaction indicators and adjust services to achieve high customer satisfaction
Develop Customer Services processes and training material
Supervise Social Media Customer Care Services including: reviewing messages, checking tone of voice, supporting moderators and operators on their questions, understanding and reporting possible problems or areas of improvement
Deploy global customer care programmes and develop local programmes to increase conversion and improve customer satisfaction – in collaboration with Digital & Marketing teams
Keep ahead of industry’s developments in Customer Service and apply best practices to areas of improvement
Produce forecasts and demand planning related to Customer Care initiatives
Owner of eCommerce / back-end solution for Customer Care

Customer Care Supervisor Resume Examples & Samples

You have 5 years of experience in the following areas: customer service, e-commerce and CRM
You have ability to multi-task in a dynamic environment
You are able to build relationships, solve problems, impact and influence
You are a resourceful and creative problem solver
You possess client centric mentality
You are self-motivated, driven and the desire to help
You have excellent communication skills both verbal and written
You have excellent command in English (both written and spoken). Arabic is a plus

Customer Care Supervisor Resume Examples & Samples

Complete annual performance reviews for assigned representatives
All other Duties as Assigned
Should be team player and an excellent team motivator
Be flexible with assigned shift
Have the ability to exhibit good leadership with ease

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